两种评价方法对科室服务质量满意度的评价效果分析

Two assessment methods in the evaluation of satisfaction with sections' service quality

目的探讨病人、家属单方面评价临床医务人员满意度与病人和家属及员工两者共同评价临床医务人员满意度两种方法的效果进行比较。方法以2008年度病人、家属单方面评价临床医务人员的满意度作为对照组,另选取2009年度病人和家属及员工共同评价临床医务人员的满意度作为实验组,满意度赋予分值换算后,将两种评价方法的满意度作为全院平均分值进行比较,并将满意度得分与科室月绩效工资挂钩。结果两种评价方法的满意度差异有统计学意义(P<0.01),即实验组满意度明显高于对照组。结论病人和家属及员工两者共同评价临床医务人员的方法能有效促进各科室服务质量的提高。

Objective To investigate the effects of the patients / family members in the evaluation of the satisfaction with medical services of clinical medical staff and the patients / family and staffs in the evaluation of the satisfaction with sections＇ service quality. Methods The satisfaction obtained by the patients / family members in the evaluation of service quality of the clinical medical staff during 2008 was used as the control group. Another satisfaction obtained by patients / family and staff in the evaluation of sections＇ service quality during 2009 was used as the experimental group. Satisfaction scores were converted. The two kinds of satisfaction were compared in hospital-wide average scores, and the scores were linked with the section＇ s merit pay. Results The difference of satisfactions between two evaluation methods was significantly （P 〈 0. 01 ）. Satisfaction was significantly higher in the experimental group. Conclusion The method which evaluated by experimental group is very effective for all sections in improving the quality of service.